Brand Voice
What does 'We Made Too Much' mean?
What are the three categories of escalated guest conversations?
green, yellow, and red.
What does 'ROC' stand for?
Reason of Contact
What type of spelling should be used? (hint: think country!)
Canadian spelling! Favourite, neighbour, colour!
What strategy should you lean on when your guest has a problem?
Empathy and acknowledgement of the issue
How does using Macros help you in D365?
They are a shortcut used to auto populate the ROC, save you time, and support your efficiency
What is the core athletic activity at lululemon?
Yoga!
What does the conversation framework, GEARS, stand for?
Greet, Empathize, Acknowledge, Resolution, Sendoff + signoff
What are the two ways that you can wrap up a case? (Hint: what do you do at the end of the Business Process Flow?)
Save & Close (if you need a support team to take action in the BPF) OR Finish (if you are entirely done with the BPF)
What do we call our customers?
Guests! They are our friends and someone who is invited to take part in our company.
What is emotional fitness comprised of?
Strength (remain in control!), Flexibility (responses depending on the situation), Agility (depending on the need, switching an emotional state)
What are the three steps needed to correctly close a case and ensure any follow up actions get completed by other teams?
1. The case is assigned to the correct queue
2. The case status is updated
3. There are notes left in the timeline of the case that summarize what took place in the interaction
What are the three names of our logo? ****
Yogo (Yoga + Logo); a stylized 'A' from our first name, 'Athletically Hip'; The Omega symbol
What does a Red scenario look like?
The guest is making threats (to harm themselves or you), discriminatory remarks, inappropriate sexual statements or sending images
What is your first go-to resource to help you resolve your Guest's situation?
Knowledge! (aka Knowledge Base, KB, KA, Knowledge Article).